I phoned Virgin asking for a home mone they said Ok that's fine this means a new contract and we will do it for next week. They agreed a contract over the phome and as you can imagine my horror when I received a written contract by post, totally wrong and guess in whos favour? (exactly no surprice). Considering I have had this done to me once before, I decided to ring them, they could not even find details, how annoying, they then said we have made note on account and will honor the agreement but when I insisted on a written notice the said but we have it on our record and the call is recorder, I disagreed and said I want something in writting so they offered to e-mail, I am now waiting for the mail. Honest opinion, Don't bother!! if you want peace of mind.
Garry Hamilton found this review useful
need to share as this is the only way I can inform others how terrible is Virgin media.
Got in a 1 year contract. First 2-3 months had broadband without any problem then got a fault. Since I got the fault, they have left me nearly 3 MONTHS (no joke) without internet (while keeping on charging me). Untill today (6th of JAnuary) I have still have no internet (3 monthd been obliged to use a dongle. I am using a dongle to write this review) and not even a precise date of when they will be fixing it. Hours of calls, every person giving a different wrong information including managers and yes not one who can tell me when I am going to have internet back. Just empy promises and some member of the staff even complained i am calling everyday, who wouldnt after 3 months of no internet???). They even refuse to let me exit the contrat until 2 weeks ago.
If you try to make a complain they ask you do to it via the website (I coudnt find any section where to do that).
Whoever is considering to swicth to virgin, please be aware if what's happening to me. If i decide to switch to another company I will not go back to virgin for at least 5 years until i make sure they
I've been Virgin customer for about 18 months now,and have to say that this provider isnt to good especialy with customer service.I have tv+broadband(20mb/s) bundle which price already incrased twice during my contract.TV and tivo box working alright so far but have issues with broadband which slows down during a peak times to the stage that is impossible to watch anything online,you can surf web pages easly but any video even shorttest ones buffering for ages.
Recently tryed to ubgrade my internet to 60mbs for £5 a/m for existing customers but then found out that there is an installation charge of £49.99.So i called them to find out that this charge apply to me too.After spending long time on the phone being put thru all that "press 1..2..3" and so on i finaly get hold of customer advisor which asked me exactly the same questions all over again.I was so furious that i ended up shoutting at him and put my phone down.I dont like Virgin and seriously considering of leaving at the end of this contract.Strongly advice you to consider other providers cos you'll never now what Virgin gonna come up with next day.To update my review i'll say that virgin rise my package price once again it is third time within 18 months.Virgin you just help me to make my mind about my contract with you!!!
Garry Hamilton found this review useful
Ironically, the recent advertising campaign with Usain Bolt has meant that broadband is so oversubscribed in my area (London SE18) that it's slowed to a crawl. Imagine how fast Bolt would be if he had to jostle wih hundreds of other runners on the same strip of track. Imagine Bolt crawling at a snail's pace, stopping completely, then walking very slowly, then tripping over and falling flat on his face. And staying on his face for days, sometimes weeks, without stirring. That's my experience with VM broadband.
Imagine now, that Bolt calls for support. His doctor arrives. Bolt complains about a twisted elbow. The doctor takes out a small yellow sponge and wipes Bolt's buttock. The doctor, you see, can't tell one from the other and is arrogant enough to believe that his clients are mugs who can't tell the difference between useless snake oil and real diagnostics and treatment.
Then the doctor tells Bolt he'll need an operation to fix his knee. He sets a date for the operation in three months time. The day the operation is due to be done, the operation date is moved to 2 months in the future. This delay is repeated for at least a year. That's my experience with VM technical support.
Imagine now, that Bolt has paid the doctor a lot of money for a premium service. Bolt writes to the doctor asking for a refund due to the abysmal care he has received. The doctor fails to respond to repeated complaints. That's my experience of VM customer services
Poor product, poor delivery, inadequate support and abysmal communication.
After 3 years we have finally succumbed to the cost of Virgin media & ditched them for the phone hackers over the road.The main reason was because of the telephone.We changed numbers because of silent calls & cold calls for Mr Jeffries who has never lived here.We duly contacted Virgin media who said they will swap the number but if we needed to do it again there would be a charge.We asked was recycling old numbers company policy.Yes they said everybody does it.Months past when we started getting cold calls silent calls & faxes this time for a Mr Roberts.We went into bat with Virgin Media who tried to implement a charge until I threatened OFCOM Telephone Preference Service & The Communications Act onto their heads via Citizens Advice Bureau.Then we left which we had to liase with Customer Services which took so long & cost an extra £100.This we got back less the interest they had made on it of course.
I would love to know if being a stroppy mare is part of the Virgin induction course as from travel reps to banking to broadband they seem to think the customer is some pond life who are there to waste their time.I get the impression they can be a bit spiteful so i am loathe to pass on personal details.
I have had broadband with virgin media's national service for nearly 8 months now. Not once has my broadband speed gone above 1.4mbps however was reassured when I took it out it would be between 6 and 8mbps. Have made countless complaints and keep being fobbed off with "we're looking into it". Have tested for the last 2 weeks it has been between 0.04 and 0.10 mbps. Have complained - the best they can do is tell me to keep testing - they can't do anything without a diagnostic test - however my internet speed is too low to complete the test. Only when I kicked up such a huge fuss that this was unacceptable did they say they would "raise a call". I've now got to wait 3-5 working days for a TEXT MESSAGE to inform me WHAT THEY ARE GOING TO DO ABOUT THE PROBLEM. Will be cancelling asap and switching. NEVER GOING TO USE VIRGIN AGAIN. RUBBISH CUSTOMER SERVICE, DISGUSTING BROADBAND SPEEDS, AWFUL COMPANY. WILL DEMAND A REFUND.
Have been without a phone service since Monday afternoon 21st and despite various promises that the problem would be fixed, have now been told that it might be fixed by Thursday 24th January 2013. In this day and age there is now excuse for such bad customer service. Do we believe it will be fixed by then, not on your nellly. We are concerned that we have a 92 two year old relative that relies on us for shopping etc and he could not get through to us. Mobile was not having a good time either with very poor signal (not Virgin phone). Will be interested to hear if any one else in the Chesham area is having the same problems. (Virgin say that this is an area fault by the way).
I've been a customer for almost 2 years now and have been pleasantly surprise by the freedom allowed in switching between packages (upgrading and downgrading services). I cancelled my TV package entirely today -as I do not watch TV- and they even offered to downgrade me to Freeview HD so I won't have to pay early termination fee!!
Alas, I did because I didn't want to renew my TV license -like I said, haven't opened my TV in years! Would recommend Virgin to everyone.
If you are thinking about going with Virgin Media, beware. I signed up with them 16 months ago to a Broadband, telephone and TV package (No sports or Movies) and the prices have gone through the roof. My bill for the last 3 months came to nearly £270. To be fair the packages are ok, but not worth the price I am paying. I know that I can get similar products a lot cheaper than VM. My contract with them is up in March and I'm off, never to return.
Garry Hamilton found this review useful
I moved to Sheffield back in June and we decided unfortunally to go to Virgin Media. We filled out a load of forms than a week later we got it installed. I thought it was brilliant HD chanels and Comedy Centeral.
We then moved out to a better house and we called Virgin Media and asked them we will be moving out and If they can move our service to our new address.
We got charged £10 for the move, Which we didn't mind. They told us to cut the fibre optic cord which was a pain in the neck.
We had to wait 2 weeks for the engineer to arrive and we had problems with the Tivo Box. Great. The engineer said it'll take an hour for our service to be up and running. However it took forever for us to have our chanels back. Finally we got our T.V to work.
I tried to see if the phone line was working, No It wasn't working the numpty wired the phone line wrong. We then got a letter through Virign saying that we called up 118118 and 0845 numbers which we couldn't because the phone is useless. I sent them an email stating this and we had to pay our £130 phone bill which wasn't our before they sent out an engineer. We paid it and an engineer came out and he said that it was impossible to use the phone. My husband had the lovely time of being on the end of Customer Service, They were useless and didn't refund us.
About a month later our Tivo Box decided to reset it self every 5 mintues. Yet again we had to ring Mrs Sarcastic and she was convinced it was our fault that the Tivo box wasn't working. So we had to pay our over priced bill before the engineer arrived. He gave us a new box YAY. The Internet is crap too! We asked for the fastest internet speed as my husband is an Xbox gamer and he needs a fast internet connection. I struggled to sig in to anything and watching youtube videos all they did was buffer. We decided to move to Sky and I asked them I emailed them for us to get disconnected, Our final bill was £530 for a service we couldn't use. I got a bill from them this morning saying our bill was £300 for this month after we told them we got disconnected. Sneaky bastards. We moved over to Sky and never been happier, Having no problems with the internet, phone line or TV.
Let's get one thing straight to start with...Virgin Media's TV/ Broadband/ etc services are generally very good and have only really given me grief on a handful of occasions. However, what isn't good is the customer service that this company provides....actually, "fails to provide" is more appropriate.
Last year a glitch of some description at Virgin Media's end led to our monthly payment failing to be taken. Given that our monthly direct debit was set up (we checked our online banking and it was clearly visible) you'd thing Virgin Media would 1) inform us and 2) apologise for the inconvenience. No such luck...we checked the following month's bill and, sure enough, they'd charged us a late payment fee! After a lengthy discussion with what came across as a poorly trained customer service agent, they eventually agreed they were in the wrong and said that the late fee would be reversed.
This was only the start of it. I know that services such as Virgin Media's are linked to your personal credit report and will flag late payments. So, during the call with the agent to reverse the fee I specifically asked whether they had already alerted the credit reporting agencies of the (incorrect) late payment....and received a firm "no". Surprise surprise, upon checking my credit report a month later, there it was, a late payment flag.
Cue another call to another incompetent fool to this time demand that they contact the three main credit reference agencies to remove this blemish from my credit report given that the fault did not lie with me. The agent said they couldn't do this and instead gave me instructions to email my request to an alternative team in the business. I did so....and two weeks later had still received nothing. I'd had enough....so again I called the customer service team. Hallelujah, this time I FINALLY spoke with someone who was willing to take responsibility and said they would personally take care of the issue - thank you Paul McDonagh!
Despite the responsibility being taken on I'm STILL waiting on this issue to be corrected, now over 6 months down the line! Seriously contemplating getting the Financial Ombudsman/ FSA involved in the very near future!
How can it be that a company of this size is willing to provide such sheer incompetence? It took me approximately 2 months to finally find someone who knew what they were doing!
In a nutshell - fine for media services, but if customer service is a top priority for you then avoid Virgin Media like the plague.
I have Virgin Broadband, Sky TV and BT telephone which is not particularly cost effective so thought I would telephone Virgin to transfer over to them for all three services. The telephone line (to India?) was terrible and I could hardly hear the customer services advisor or understand what she was saying..... not a great start when I am trying to buy telephone services from them! I asked if it was easy to swap my Sky Box to a Virgin Media box - she could not tell me! I hung up and tried to contact Virgin Media online to email them to inform them of my (bad) experience - the contact us link was not working. I gave up and am going to cancel my contract - don't these people want my business????? Grrrrr!
I have been with VM for nearly 18 months (so thankfully nearing the end of my contract period). During this time, I've had to contact their customer services on countless occasions...it feels I spend more time with VM customer service than I do with my own wife!!
The main issues I have are with my broadband service. Pretty much every day there will be a period of a few hours (usually peak times) where my supposed 30mb/s fibre optic broadband will give me no more than 1 or 2mb/s (if that)! On average, I reckon I get about 10mb/s. When I phone to report this, I sometimes spend hours on the phone, and they eventually 'compensate' me by refunding the pro rata monthly fee for the time I have a problem. This is not 'compensation'...it's a REFUND for services paid for and not received!!
I also have a Tivo box...at one stage, a faulty box took over 3 weeks to diagnose and replace. I was therefore without TV for this period.
I have raised a few complaints (both over the phone and in writing) of my experience with VM. I once had a letter saying that they had received my complaint and would contact me soon. This was 3 months ago, and still no reply.
Regardless, I am now a happier BT Infinity customer, but wanted to write my review and experience of VM and hopefully save some other customers from a similar fate!
Virgin Media Helpline - spent 20 minutes with operator who was unable to help and so transferred me to Customer Service, then 30 minutes on hold before being told that Customer Service had closed at 8. On hold again. Phone has now run out of batteries. VM used to be OK with their helpdesk - not any more!
I thought I would write this review for anyone considering virgin media just don't waste your time, effort and money. First of all I am paying £60/MO for TV, phone and broadband. According to virgin media I am on a 30/mb line yet I am getting 7/mb dl even after changing channels etc. The support is a joke 95% of the staff can barely string a word of English together and seem like monkeys who can only repeat the same crap, they seem to have no trained networking technicians and to top it all of my areas internet has been off for 5 days just before Christmas, I actually had to rant at them on the phone to get a refund for the downtime, in general just a shit company who don't care about customer satisfaction, considering switching to BT.
Paying for a fibre opic line. Engineer refused to install the router in the centre of the house for optimum performance. Even using a 25ft extension cable, my computer (15ft from the router) constantly disconnects for anywhere between 2seconds and 10minutes. Cannot even watch a youtube video.
TalkTalk may have absolutely awful customer service and billing, but at least the service itself is reliable.
when virgin media was NTL, it was fantastic! since virgin media too over, i'm surprised that they have managed to keep even this many customers. They lie and cheat like no other company I have come across with utilities, online shopping or anything else.
Every six months or so, they would put my broadband price up without notifying me. when a call is made to cancel the contract they either claim that payment for the full 12 months have to be made to terminate contract or offer a loyalty discount that they promise will be manitained for the year. this does not happen. either there is no loyalty applied, which is why they continue charging full price of £30 for only broadband or they do apply the discount for a few months and then raise the prices again. it's a vicious cycle. I have firmly decided to leave them and never return. good riddance to bad rubbish. i prefer companies that charge a higher rate but stick to the agreements, rather than coniving criminals such as virgin media. this dishonest method they have chosen to adopt has led me to inform all my relatves, colleagues and other clients i come in touch with about my experience of their true nature. Itruly can't believe they are still functioning and regulators are not investigating!? I will be writing a formal complaint to them tomorrow when I have more time.
Worst provider experience I have ever had. After delaying installation for 1.5 months(!) due to issues with the prior tenant, I waited all day for scheduled installation (that was confirmed by post as well as by e-mail) and, after they didn't show up, called up to find there wasn't anything scheduled and that my account had been somehow deleted. Added to that fact was the customer service team was rude and, when I escalated this upwards, the CS leads were even ruder. Not only will I now not get their broadband, I will tell everyone I know to avoid any and all of their products at every available opportunity.
I am a broadband only cable customer; i.e. no phone line and no TV. I have to say that I've never had any problems with the internet speed and I watch full HD movies over the internet.
I also use my internet connection for telephone and it works flawlessly 24x7 (VOIP connected directly to the router using a SIP device) .
I also have 3 kids who love watching cartoons online, we all simultaneously use the internet with no drop in performance.
My only gripe is price and customer service. For broadband only its not cheap @ £18 per month. Was tempted to switch to talktalk, for the price but i need a reliable internet connection because i often work from home so didnt want to risk talktalk.
Also, on the odd occasion when there has been an 'area problem' getting them to refund hasnt been easy. Ironically the india staff seem more willing to refund than the UK staff (who said call back againn a day later to request a refund!)
So my ratings are
Internet Speed: 5/5
Internet Reliability: 4/5
Customer Service: 3/5
Price for broadban only: 2/5
After having Virgin for 7 years. ( it was previously Telewest when I signed up) I called customer services after yet ANOTHER letter informing me of price increases! I was offered a far better price with Sky as well! All the lady on the other end of the phone did was go on to the Sky website to check out their pricing. I tried to tell her what I was offered but she kept saying I was wrong!! Way to get my back up!! After trying to find the paper work here she told me to call back when I found it. I then said I'd cancel and get another household member to sign up as the deals were far better for a new customer to which she replied " it's done by address and not name" DO PEOPLE NOT MOVE THESE DAYS?? So clearly she agreed deals for new customers were better and after being with them for such a long time Virgin were only capable of robbing me blind and not interested in retaining their customers or rewarding loyalty!!!! It's ok because I will make it very clear to all who see this that Virgin are not at all interested in their loyal customers at all!!! I will also ensure I deter anyone I know from using Virgin for anything!
Virginmedia are awful if you get a problem with your service, Customer services have lied to me , hung up on me, . My broadband speeds have been poor when using their newsgroup servers. Speeds are also throttled if you download over 5gb in the evening. I can't wait for my contract to finish
Sign up to a contract with Virgin Media at your peril.
It's actually a miracle I'm even able to write this review as, since signing up to this service 7 months ago, my broadband has been slow and intermittent at best. I've had 7 engineers out... spent what has felt like days on the phone... and made several serious complaints and still I don't have a reliable service. Now I'm told I will have to wait up to 30 days for a manager to contact me about my complaint (I won't hold my breath)!
It's disgusting they are allowed to keep you tied to a contract when after this length of time they have still failed to provide the service promised. I'm seriously considering taking my complaint to Trading Standards.
Richard Branson should be ashamed of himself!
Im absolutely outraged at Virgin Media, i signed up with virgin as i had the view that these were a good company, i was with virgin for 5/6 months. within those months i constantly had extra charges on my monthly bill, never received my 30 MB internet usage, couldn't even watch a you tube video!! Spent hours on the phone with there absolutely rubbish call centers every single month to try and get what i was actually paying for, i never did, each month i paid over my bill, and never received what i was paying for, sent numerous emails to virgin explaining if there service was improved i would be moving after 6 months of paying for the internet which i didn't once receive, also paying rediculas phone bills from calling them each month i finally called there call center and explained i had reached my limit and i was cancelling the contract due to lack of service from virgins side. its now been around 6 months since that happened, and what popped through my door a letter from the debt collectors!! i haven't heard a bean from virgin since that phone call and they stated in there letter they have tried every effort to contact me! im absolutely appalled and i will do everything in my power to boycott this company from my rediculas and awful experience!
STAY AWAY FROM VIRGIN!!!
My broadband has been slow since I got Virgin. It's when you have to call their 'customer services' that it goes from bad to worse. I spent 2 hours on the phone to report that my broadband wasn't working. Passed through 4 different advisors (with a 10-25 minute transfer 'hold' between each one). None of which were able to tell me what the problem was OR fix it. So wasted a whole evening talking to Virgin's useless staff and still no broadband! After reading the comments on here, I'm kind of pleased it's not just me. But seriously, this is abysmal, appalling service. Vote with your feet people. BT is cheaper anyway.
Since signing up with Virgin we have had no end of internet issues. We are on so-called 30mb fibre but our speeds have been so slow for the past 2 years we would have been better off with an 8mb LLU line. Speeds slow to a crawl after 4pm each day due to over-subscription on the local network, which Virgin will not fix as it is not economically viable. Also had no end of headache with their offshore call centres. A real disaster for us, will never do business with any Virgin branded companies again.
Tim Tim found this review useful
We are on broadband via the phone line, no cable in our village. The internet started dropping out but switching the router off and back on re-connected it. On Monday 22nd October I tried this but the router failed and wouldn't power up again. The next evening I put the dial-up modem back on and connected it to the pc, no internet although all the lights were on the modem. I went and bought a new Netgear router and on the Saturday contacted Virgin tech support on how to set it up. We got it set up, all the lights on but no internet connection to the virgin site, after an hour the tech support told me the router was the problem and I should contact Netgear. I did this they went through all the settings and said there was nothing wrong.
I got BT to check the line and they told me there was no fault on the line.
I returned the router and went and bought another from a different shop. Same result, hours on the phone to tech support at Virgin.
I put the old dial up modem back on, still the same, called tech support who told me that the modem was old and not supported anymore and I would have to buy a new router from virgin. This arrived after hassle with Yodel.
The virgin router was no better, all the lights on, wireless network working, phone line ok, internet connected, Still no connection to the internet just came back with a message saying internet explorer cannot connect to the web page. Back to tech support for an hour or so.They gave up and said they would get another department to check out what was wrong. They left a message on my answering machine to say there was a CU17 fault on the BT line.
BT came to the house and checked the line. He said although it wasn't a problem my phone socket didn't have a capacitor in it. This would show as a fault on the Virgin check. He changed the box, tested the other box with the computer on was ok, did a line check, showed me the display saying it was ok.
I phoned virgin tech support who said they wouldn't do anything as BT hadn't signed off the fault.
I contacted BT and they signed off the fault
We are now at 14th November. I went back to tech support and after an hour they gave up and told me another department would deal with it and contact me the next day.
There was no phone call but the e-mails stopped coming in on the phone and I couldn't log on to the virgin website to pick them up either.
Today is Friday 16th November and it is pretty much 4 weeks since all this started.
It seems as if there is some sort of block on the account. everything seems to be working and connected but neither the pc via the ethernet, the i-pad via the wifi or the phone can connect.
I am seriously at a loss with all this. I want it sorted but I am not prepared to spend hours on the phone to tech support changing settings on the router when it seems clear to me that the problem is with virgin's equipment wherever that might be.
There are sections of this that I have missed out as this is long enough already, complaints to customer services etc!
We received our internet bill this month with a note stating we hadn't paid last month's bill and a £10 late payment charge. Phoned the un-helpful number and informed them that we had paid; before I could get any further Mr Sarcastic (psuedonym) said I couldn't possibly have paid because they hadn't received payment, he then went on to imply that perhaps I was getting forgetful. When I informed him that actually I had the bill, stamped by the cashier in front of me and that the money had been debited from my account he became "Mr More Polite", taking off the late payment charge but informing I would still have to pay for two months! He suggested I send the stamped bill and a copy of my bank statement; I suggested I send a photocopy, knowing from past experience how expert this lot are at losing stuff, suddenly he was fine with that.
I went to the bank, they have confirmed that payment has been made and to the right account and that I should only pay this month's bill until VM sort themselves out - we have two accounts with them and I am to suggest they check the other one, even though the chap on the un-help desk denied they could possibly ever make such a mistake!
Naturally not - Virgin are perfect, its the rest of us that are the problem
Tim Tim found this review useful
When I called in September and queried my package, and why my bill had jumped from £41 to £57 'Johnny' was pretty indignant, and effectively encouraged me to cancel if I didn't like it.
2 days later I called his bluff - and did exactly that.
3 and a half weeks later, and 3 days before they were due to pick up their unreliable equipment, they called up. Obviously they were waiting for me to wilt, and go crawling back (which was never going to happen)
This time it was 'Barry' (from the customer complaints department allegedly) and when I mentioned to Barry about VMs poor customer satisfaction rating, he assured me that once people spoke to him, he worked his magic, and had them feeding out the palm of his hand.....
Sure enough, Barry the Grey worked his magic, and managed to talk me into not cancelling.
It wasn't all sweetness and light mind you. In the course of the 'negotiations' silver tongued Barry advised me (in a rather het-up tone) that I/people 'wanted something for nothing' and that I/we should 'live within our means'.
I thought I was living within my means, but when the bill jumps nearly 40% it sort of changes things a bit.
And regardless of the deal that you sign up for, the price isn't set in stone, as when Virgin put prices up 2-3 times the rate of inflation that affects you as well. But apparently they let you know you are fee to cancel if you don't want to lump it.
I wonder if the customer is able to change the terms of the 'contract' half way through like Virgin can?
After giving me a £4 discount (whooooah) Barry had somehow managed to put me under a spell and I had agreed to go for a 12 month contract at £55 a month. £4 disc, -£2.50 for rubbish call blocker +£5 for a Tivo box (in addtion to my existing 2 HD boxes)
They were supposed to turn up at between 1-6 on the 24th October (to install Tivo box)
Shock horror - no one turned up, after I had left work hours early to make sure I would be at home.
So they didn't turn up, but my NEW contract has arrived, and bizarrely it has £145 a month on it.
I'm speechless. (remember it was supposed to be £55)
Possibly there was a £90 increase in the meantime?
Yet more needing to get in touch with Virgin then, and wasting more time - and becoming more frustrated.
Virgins poor rating isn't to be believed of course - as Barry said customers are happy after speaking to him.
Not sure if they are happiest when he has told them they need to 'live within their means', or when the engineer doesn't turn up?
Just got Virgin broadband & a two TV box deal with Virgin.
The TVO remote controller is a disgusting design.
Important buttons like the back button is a tiny button on the left, right next to other tiny buttons!
The remote is narrow & slippery & feels cheap. You have to reach with your thumb to the main buttons near the top so it nearly slides out of your hand. Utterly vile,. I can't believe that something that should be so simple to get right & is so important to get right could be so wrong!
I'll never criticise my Sky remote again!
I'm dismayed that Sky News & BBC 24 news aren't HD with Virgin.
I can't get a gadget for the TVO box like I have for my Sky box to control it by remote from another room. There's no RF out socket on the TVO box to send TV from the living room to the kitchen as I often walk from the living room to the kitchen whilst watching a programme, whilst my wife watches something else upstairs on the other Virgin box. So I have to pay another £6.50 a month for a 3rd Virgin box to watch TV in the kitchen!
The 2nd box has very basic menus compared to a Sky box.
The installation guys got me to sign for the installation. Didn't realised they'd ticked the boxes that said they'd explained everything to me, when they hadn't !
Well at least the Virgin broadband is faster than O2 was.
But I'm going back to Sky for TV. To hell with the useless TVO remote control & no feed from the TVO to a second room or remote control from a 2nd room !
I think board of directors of this company should realy change the way they provide us with customer services. First of all, i was happy about the broadband they gave to me but then i needed to move house here all the problems began. Would be too much to talk, im calling them for fith time at the moment so they get what they give to us: LOWEST RATING for lowest quality of customers services. I just say one thing: they dont even have an email for customers help. That like any of the phone company wouldn't have a phone number to call them. Rudiculous. Richard Branson, invest few millions into customer service improvement. It makes your company look like a joke.
We, by a stupid mistake, renewed our contract with Virgin in April this year...circumstances changed and we had to move out of the flat and they do not provide the same services in the area we moved to. I contacted them to ask to cancel and was told that I had to pay a fee of £180.00 as I still had 6 months of my contract to go. The lady on the phone kept mentioning Terms and Conditions and blablabla...she said I could go on to have a much much much slower internet service and phone line for £26.00 a month or pay the fee. I said no and she agreed to stop my contract 10 days later. I then went to check Terms and Conditions and saw that they require a 30 day notice for the services to be terminated...she never mentioned that to me, what made me wonder whether they had breached the contract even before me. I wrote a letter on the very same day and sent registered. I asked them to reply within 14 days (instructed by Citizens Advice Bureau) and called them today to chase it up. I was told that the letter hasn't arrived yet, to which I had prove it had, and she then said it could take 28 days for it to be uploaded to the system. I mentioned the fact that they breached the contract first by terminating it before the 30 days and she said that was for my protection, because the future tenants could move in and watch movies and I was going to be billed for them...crap...how would that matter to them in the first place?! Also, without my box, I don't see how they could do that...anyway, she then said that they didn't breach the contract and I did, so I had to pay the fees and that was it. I said I'll go back to Citizens Advice Bureau and check this properly, because as far as I'm concerned they are a bunch of thieves. TWO days after I called they were already sending letters to the 'new tenants' at the address where I was still living!!!! Be aware of Virgin, their Terms and Conditions are only there to suit them...bad service too, the only reason why I had it was because we weren't allowed to have a dish in the building...
Their broadband service was the worst I have ever experienced. The only thing they were good at was overcharging us for the phone. And instead of having the first month for free, they charged up double. They certainly know how to charge their customers. Do not be fooled by their bandwidth claims. If you actually use their broadband, you will be throttled to death. Our average speed was something like 40K.
Our problems with our phone line started 3 months ago.
So far we had to stay home 7 days. Of which only twice someone showed up.
One other time one of their engineers came to the house, went off to the kebab across the road and never returned.
We must have rung them a good 20 times.
We were promised ring backs at least 3 times that never happened. We are paying top rate to ring their 0800 number and they take their time as if its free.
I get asked every time this comes up- ow aren't you ringing from your home virgin number. Ironic.
I would tell anyone this: Virgin is fine, until something goes wrong. Then they won't be the slightest interested in fixing it. They don't keep any promises and their logs are not showing what was actually promised to hide this.
If your thinking about it do not switch from Sky.
On all HD channels on the TIVO box the picture and the sound are not in sync together, so its like watching a badly dubbed movie.
There is yet no fix for this.
Hope this helps on choosing your TV provider.
We subscribed to a Virgin premium fibre optic broadband package in central london 9 months ago - the system has gone down several times in the past few months due to 'technical issues'. The latest outage is apparently lasting three days - compounded by Virgin never answering their technical support line - in the end we only got through by calling the cancellation line to be told that Virgin would be working on the problem for three days! They had already had the system down for two days a few months ago to repair it. No apology and no offer of refunds. We will be cancelling and have already cancelled installation for a second premises
Great company, service and products at good prices.
Got broadband with them recently without needing phone line for lin rental etc, the engineer was nice and installed the router within minutes giving advice as he went along.
Great connection speed and very reliable service.
My mum has been a virgin media customer since they were known as NTL and has never had anything more than the odd signal problem during sever bad weather.
The customer service (always contacted by myself as my mum isn't very technical minded) has always been helpful tho sometimes have to wait half hour to get through but as I'm calling from a virgin phone line it's free so it's not a problem.
As she had brilliant services I myself have recently had virgin installed in my flat and once again I've had no problems myself.
The far worst ( i cant find a word to go lower that worst) techinal and customer service people i have ever called.
after guaranteeing 99.999% up time, my net went down after 3 weeks of getting the service. so i called the technical help desk. and some one from India answered. after i explained my problem, with out any explanation i was told a need to get an engineer to come and fix the problem, and it will take 7 working days... this really wound me up. as this my business relays heavily on online orders and i need internet 24/7.
after few attempts to explain my self calmly, my tember got the better of me after i was told by the "help" desk guy... "sorry , i cant do anything about your business, it is your business you should have a back up, if you are a real business man, then you should know to have a back up".
After i made him understand that i pay nearly £200 per month for my internet, cose its **** business line with back up also! he transferred me to his tea leader as im being "rude".
The team leader, another based in india was asking "whats wrong with my problem why i need an engineer"
thank god i had my BP tablets with me that day. i simply asked them to please please transfer me back to England, i need to talk to some one who can talk english and understand what they are saying...
after few mins on hold, i was transferred to a "senior business support team", and a i was askied the same q, if i know the problem. i told thim "you tell me, since i dont work in virgin tech support, no i have a computer in front of me with all the data as why i dont have internet anymore"...
after few more minutes listening to " please stay on the line" i was told it was simply a local outage of internet, and their engineer are working on this at their end. and i should have my internet in less than 30 mins.
i was like..... may be i should not repeat what i told him in here.
Tim Tim found this review useful
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